G-Z0CWG71G0R

German IT Service Desk Support

Job Type:
Temporary
Industry:
IT
Job reference:
BBBH3031_1627045845
Posted:
3 months ago

IT SERVICE DESK AGENT (German)

Hosted by Manpower

 

Manpower have an exciting opportunity with our Client SAP!

(23-month contract role)

PURPOSE AND OBJECTIVES
As an IT Service Desk Agent, you will act as the first point of contact for all internal SAP employees for infrastructure-based issues. Using our phone and ticket system, you will ensure the IT Incidents are resolved and Services Requests are fulfilled within a given SLA. This is carried out in process driven environment by utilising our Knowledge Base and collaborating with 2nd and 3rd level teams on a regional and global basis.

EXPECTATIONS AND TASKS

  • Fully qualify all incoming IT calls, chats and support tickets in adherence to the agreed SLA
  • Apply solutions, workarounds, patches and fixes as defined in our Knowledge Base
  • Effective dispatch to the correct organisation and resolver group
  • Update our internal Knowledge Base to ensure all new solutions are made available to all IT support teams.
  • Highlight all potential major incidents and problems to the respective service and problem managers
  • Ensure compliance with all security standards and policies

 

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

  • 3rd Level Qualification - Cert, Diploma, Degree in IT related discipline & ITIL process knowledge would be a benefit
  • Customer Focus
  • Quality Focus
  • Teamwork
  • Problem solving & Multitasking
  • Proficient in German Language

 

WORK EXPERIENCE

  • 6 - 12 months experience in an IT support centre or related support environment,
  • Strong Knowledge of Outlook email connectivity
  • Password administration
  • RSA securID hard token and soft token administration
  • Networking - VPN, Proxies, LAN and WLAN, Direct Access.
  • Mobility - iPhone, iPad, Android and Exchange Active Sync

 

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G-Z0CWG71G0R